Other help and support

Providing great service is at the heart of everything we do, and we always welcome feedback so we can continue improving our offering to you.

We understand that there may be occasions when we fall below the high standards we aim for. In the interest of resolving these issues, we’ve provided the following steps to make it as simple as possible for you to get in touch and help us resolve your query.

If you wish to make a complaint, contact your Account Manager or send an email to [email protected]. You can also send us a letter to Lumon, 40 Holborn Viaduct, London, EC1N 2PB.

We will try to resolve your complaint within three working days. If we have been able to do so, we will send you a summary of the resolution.

We will investigate your complaint, considering all the facts. The person handling your complaint will be an experienced member of staff and, where appropriate, won’t be someone directly involved in the matter your complaint relates to.

If we can’t resolve your complaint within three working days, we will acknowledge your complaint. We will aim to resolve your complaint and issue our final response within 15 working days of receiving your complaint. In exceptional circumstances it can take a maximum of 35 working days to issue our final response – we will keep you updated if this is the case.

Clients of Lumon Pay Ltd: if you aren’t satisfied with our final response, or more than 15 business days have passed since you first raised your complaint, you have the right to refer your complaint to the Financial Ombudsman Service by email at [email protected] or phone on 0800 023 4567 between 8am and 5pm, Monday to Friday and 9am and 1pm on a Saturday.

Clients of Lumon FX Europe Limited: if you are unhappy with the outcome of your complaint with us you can contact the Financial Services and Pensions Ombudsman (FSPO) by email at [email protected] or phone on +353 1 567 7000. Alternatively, you can use the FSPO Online Complaints Form here.

Fraud occurs when a person is financially cheated by another person.

Fraud occurs when an individual deceives another by inducing them to do something or not do something that results in a financial loss. The fraud can be committed either online, in person or via correspondence. There are many methods of fraud so be aware!

Identity theft: The most common type of attack. Your card data has been acquired by a fraudster who is now attempting to use it for purchases.

Authorised Push Payment Fraud (APP): APP fraud happens when a fraudster tricks you to instruct your bank to send money from your account to an account controlled by the fraudster.
Three types of fraud to watch out for:

Mobile banking fraud takes place when you are contacted by a criminal who persuades you to provide access to or make payments from your mobile banking applications.

Online banking fraud takes place when criminals persuade you to provide them with access to your online bank account.

Telephone banking fraud takes place when consumers are contacted over the phone and persuaded to make a payment or provide access to accounts during the call. Criminals use social engineering tactics to convince people that they represent a legitimate organisation.

Account takeover: Known as hacked accounts. This involves your account being hacked so that the fraudster has direct access to your funds. In the case of bank and credit card accounts, this allows them to request replacement cards to use physically.

BIN attacks: The fraudster generates a large number of card numbers based on the card’s Bank Identification Number (BIN), and uses them to attempt purchases in the hope that some will go through.

Advance Fee Fraud: This type of fraud involves criminals targeting you to make advance or upfront payments for goods, services or financial gains that do not materialise. These can take many forms, including:

1. Rental Fraud: You may be tricked into paying a fee to rent a property that doesn’t exist.
2. Romance Fraud: You unknowingly form an online relationship with a criminal who is using a fake online profile and then asks for money for sick relatives or to come and visit. They may also seek personal information with intent to commit fraud.
3. Inheritance Fraud: The criminal pretends that someone very rich has died and has left you a large sum of money and will organise the payment of the inheritance for a fee.
4. Lottery Fraud: The fraudster tells you that you have won a lottery or prize draw and need to pay money to release the funds.
5. Ticket fraud: Tickets are sold online that do not materialise.
6. Ghost Broker/Car Insurance Fraud: The insurance product does not exist or cover what it claims to.
7. Investment Fraud: Investment opportunities are advertised online which do not exist.

Fraud warnings will be provided to you when you are making a payment. This is to ensure that you are happy that the payment is not a result of undue influence or another fraudulent attempt on your account.

If you are unsure about making a payment then Stop and Check it out!

Remember:

• Never open unsolicited emails.
• Never respond to any unsolicited email seeking personal, financial or security advice.
• Never click on a link or attachment in an unsolicited email.
• If it sounds too good to be true, it probably is. Always check it out!
• If you believe an email is from a genuine source, verify this independently through online searches of websites or call the phone number on their website or phone directory.
• Independently verify any requests for information and never use the contact details supplied to you by the caller or texter.
• The fraudulent caller may already have some information about you so don’t trust them because they use your name or other personal information.

If you believe you’ve been scammed, contact your bank immediately on a number you know to be correct, such as the one listed on your statement, their website or on the back of your debit or credit card.
In the UK, report it to Action Fraud on 0300 123 2040 or via https://www.actionfraud.police.uk/

In Ireland or other European countries, contact your local law enforcement agency.

Depending on your circumstances, there are several resources available to you online for guidance and support. We have compiled some here for you.

• Citizens Advice UK
• Citizen Advice Ireland
• MoneyHelper
• Financial Conduct Authority